The CSM Operating System
A repeatable framework to deliver, grow and monetize Customer Value.
CSM needs a hard Reset
To this day, most CSM work is still reactive-tactial. It’s about responding to either negative developments or events with band-aids and quick-fixes. Feeling more like doing extended Customer Support.
You are checking in with your customers because their usage keeps declining. You are launching the re-engagement playbook because customers became non-responsive. You’ve been notified about their upcoming cancelation and desperately try to change their mind.
Trapped in a downward spiral that will sooner or later burn you out. Without ever seeing appropriate rewards fro all your efforts.
The reason why this is happening is because there’s no end-to-end process in place. A clear path that picks up customers after the purchase (or even before) and leads them to success. Accurately, predictably and repeatably.
The CSM Operating System is a unique framework designed for proactive-strategic work. Putting you in the drivers’s seat of your customers journeys instead of chasing their tails.
Meet Markus Rentsch
I came into the CSM space entirely by accident in fall 2020. If it was not for the challenge a client gave me I would have never ended up here. But I can say it’s been love at first sight.
It quickly became clear to me that the potential of CSM is not nearly exhausted in most companies. It’s quite the opposite.
Through my background in analytics and business controlling it became evident that what’s traditionally labeled as CSM is essentially extended Customer Support.
Customer Success needs a hard reset and I made it my mission to play a pivotal role in it.
Creating courses, guides and training programs that give CSMs with the strategies, skills and tools to create actual outcomes – for their customers and their company.
The Course
After completion you’ll
Be able to determine, visualize and track the journey customers have ahead Master strategic conversations with your customers positioning you as a trusted advisor Speak your customers’ language and successfully demonstrate value to all stakeholders Be confident about handling commercial aspects and turning value into revenue
Get the recognition from your leadership you deserve and be in a strong position to secure a higher ncome
Frequently asked questions
What you need to know to get started.
The CSM Operating System is built for Customer Success Managers who are serious about customer-centricity. It’s the blueprint for proactive-strategic work leading to Customer Value-Led Growth and transforming your role.
As soon as you are implementing your learnings. You’ll better understand your customer needs, create better plans, deliver better inputs. It all adds up to more customer value. Consequently, churn goes down while revenue growth goes up.
Yes, absolutely. You can go through the course at your own pace. Focusing on implementing one part of the framework.
I’m convinved that you’ll see tremendous benefits from taking the course based on previous customer experiences. However, if you feel like you did not get any value you’ll get your money back within the first 30 days.
Grow your Impact
Build the skills and knowledge to deliver, grow and monetize Customer Value.